8×8 Adds Advanced Contact Centre Capabilities with Google Cloud Contact Centre AI Integration

8×8, a leading communications provider of cloud voice, video, chat and contact centre solutions for over a million users worldwide announced its integration of 8×8 X Series with Google Cloud’s new Contact Centre AI, a solution that combines multiple AI products to improve the customer service experience, as well as the productivity of contact centres. Continue reading 8×8 Adds Advanced Contact Centre Capabilities with Google Cloud Contact Centre AI Integration

Nationwide deploys SAS analytics to improve customer experience

Analytics leader SAS is helping Nationwide, the world’s largest building society, to analyse customer interactions more effectively so it can solve members’ problems earlier. A successful proof-of-concept (POC) was able to establish significant inefficiencies as more than half of all email enquiries could be resolved instead by guiding members towards digital channels. Continue reading Nationwide deploys SAS analytics to improve customer experience

Global Investment Management Firm Deploys OnviSource TeleMonitor™ Cloud Services

OnviSource announced that a global investment management company has deployed OnviSource TeleMonitor to automate management of calls for its investment analyst workforce, improve their productivity in accessing, monitoring and recording calls, and to reduce operating expenses. Continue reading Global Investment Management Firm Deploys OnviSource TeleMonitor™ Cloud Services

Survey: Fewer than 50% of Enterprises Have Deployed Intelligent Automation Technology

Appian announced the third set of findings from its Future of Work international survey, conducted by IDG and LTM Research. Part three of the series looks specifically at “intelligent automation,” defined as the integration of emerging cognitive and robotic computing technologies into human-driven business processes and customer interactions. Continue reading Survey: Fewer than 50% of Enterprises Have Deployed Intelligent Automation Technology